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Customer Service Representative

in Chelmsford, MA

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Job Description Job Attributes+

  • Req. ID

    R4338

  • Organization

    Semiconductor

  • Job Type

    Full time

  • Job Location

    15 Elizabeth Drive
    Chelmsford, MA 01824
    US

Overview

  • Perform customer service activities by maintaining direct contact with customers before and after the sale, developing and maintaining positive customer relations (CRM) with clients/customers.  Customer Service Representative at Brooks ensures our customers are handled in a professional, helpful and timely fashion.  We focus on achieving the highest level of customer satisfaction with the attention to compliance requirements.  Pre-sale support activities include:  responding to customer inquiries to determine appropriate product literature and pricing schedules; influencing production and shipping schedules; recommending price changes based on company/customer relationship; recognizing new business opportunities.  Post-sale support activities include:  responding to customer inquiries (RMA, status, delivery, etc.), resolving production scheduling and shipping or invoicing problems; determining the validity of warranty claims, changing production and shipping schedules; and recognizing add-on business opportunities.

Job Responsibilities:

  • Interact directly with internal and external customers on a daily basis via telephone or email.
  • Take, organize, track and satisfy purchase requests for Brooks’ products and/or services.
  • Create, enter, and manage customer orders, via phone, fax or Portals.
  • Open order reports for new and repair from external customers.
  • Responsible for queries (e.g. order status, stock availability, company policies, returns authorization processing (RMA),  etc.) external customers to achieve a  "close-loop" resolution process for the customer, limiting the need for the customer to call back numerous times for the same issue.
  • Follow up on open inquiries and escalate unresolved issues to the planner/production line manager and Inside Sales.  Notify appropriate parties (e.g. CSR's, customers, Franchises, etc.) of process, inquiry updates/changes or service requests as appropriate.
  • Review order hold reports, orders that were entered but not booked, and take action based on need. 
  • Perform job duties in a way that meets or exceeds individual performance, and an outside the box thinking.
  • Remain current with company policies and procedures; apply knowledge on a daily routine.
  • All other reasonable duties as assigned by manager.

Work Assignments:

  • Work activities generally will be to support specific Customers as assigned.  Must be flexible to cross-train and cover other Customer when needed.
  • Work schedule is to align with the Customer Care organization’s needs.

Experience Requirements:

  • A minimum of 5+ years business experience is required, preferably in a fast-paced, complex customer service environment.
  • Previous experience in a Manufacturing service industry is highly desirable.
  • Experience with Call Center telephone system.
  • Experience with Web Based Order Management Systems, Oracle, Oracle Cloud, Salesforce or SAP is desired.
  • Experience working in a SOX environment and compliance to department SOPs.

Skills Requirements:

  • Must possess excellent communication skills with the ability to read, write and speak with clarity in the English language and interface effectively with customers and peers.
  • Ability to share information professionally and achieve business results in a respectful manner is required.
  • Ability to work in a fast-paced / high volume environment with minimal supervision.
  • Excellent time management, prioritization, and organizational skills.
  • Knowledge of customer service standards.
  • Ability to work with cross functional teams, proactively contribute to and promote teamwork.
  • Must be able to sit and work on a computer for long periods of time.
  • Must be proficient with use of a PC and MS Office software.  Oracle experience highly beneficial.

JOB LOCATION

15 Elizabeth Drive
Chelmsford, MA  01824

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    "I have been blessed with excellent managers at Brooks that have helped me develop professionally and personally. Every day here at Brooks I have an opportunity to make a difference. It is very rewarding working at a company that is committed to excellence for our customers and truly cares about its employees and the community."

    I’ve been working at GENEWIZ, a Brooks Life Sciences Company, for over 10 years across 4 different departments, and this has been a great place to grow my career and develop new skills. The environment is highly collaborative and team-oriented, with a strong focus on customer service. I would strongly recommend GENEWIZ to any prospective employee as an excellent place to work!

    "I am grateful to be a part of such a wonderful company that strives to make the world a better place. My main career goal was to positively contribute to the world around me and, by working at GENEWIZ, I have the chance to make a difference in the field of science and technology. GENEWIZ’s friendly environment and positive atmosphere has allowed me to grow as an individual, learn new things in the field of genomics, and to strive to always find ways to improve. I look forward to my continued growth at GENEWIZ and to contributing to positively making a difference in the world."

    "Working as an associate scientist in technical support for GENEWIZ, a Brooks Life Sciences Company, has provided me with an opportunity to apply my passion for science and helping others to the real world. I am humbled that my skillsets and expertise can play a part in helping research scientists around the world achieve the end goal of their experiments. GENEWIZ has provided me with opportunities to develop my skillsets in the fields of my own personal interests and allows me to practice them with experienced scientists. Every day is a new and exciting challenge and I am eager to see what the rest of my career with the Company has to offer."

    “Working at Brooks has been an amazing experience. I have great mentors and supervisors who provide consistent training, guidance, and support, and give me the opportunity to develop my talents in sales and knowledge in genomics. Overall, Brooks has made me a more well-rounded professional. I am given the opportunity to pursue exciting new projects and am exposed to the most cutting-edge life sciences technologies.”

    “Working at Brooks has empowered me to take on new roles and responsibilities which has allowed me to broaden my career and increase my confidence in my abilities. The technology I work on is novel and the prospect of follow on projects is exciting. I appreciate the team environment in which I work and feel I am a valued employee.”

    “Working at Brooks, I consider myself a technologist working mostly in Software. At Brooks, we work on the latest technologies including robotics, control, machine vision, and machine learning. Through our solutions we are bringing value to customers allowing them to solve their most complex issues. During my 10 years with Brooks, I’ve found hard work is rewarded while seeing how our bleeding edge technology captures market share while working with a fun and dedicated team.”

    “I like working at Brooks because they value their employees and how they work toward a common goal. I get to work both individually and with my team on a variety of challenging projects, which helps me grow both personally and professionally.”

    "Working at Brooks, you are surrounded by a great group of people. They are experienced, have positive energy, and are willing to pull together as a team to go the extra mile. Also, the work we do at Brooks is in a diverse and dynamic market where we are continually coming up with new solutions. The combination of this makes coming to work each day very enjoyable."

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    “It has been fun to be a part of an organization which is growing and adding new products which are truly novel and support an unmet market need. It is a dynamic culture with a lot of opportunity to contribute and grow professionally.”

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